Display Knowledge Articles (Formatter) - Customizable?

lpomeroy0613 · ‎06-28-2017

We have a Field called Display Knowledge Articles (Formatter) included in our case forms (not sure if this is an OOTB field). It displays a list of Knowledge articles that may be related to the case. I'm not sure what the current maximum number of articles is, but for one of my cases it shows a listing of 10 articles. I'm wondering if this is something we could edit so that it only shows the top three and gives you the option to expand if you want to see more? Or perhaps have it minimized altogether unless the user opens it? I was trying to locate where I might go to review how the field is setup, but I haven't been able to find it yet. Any information you can provide is appreciated. Thanks! - Liz

Kiel Sanders · ‎06-28-2017

Hi Liz

The Display Knowledge Articles formatter that you referred to is actually the section in the fulfillment instructions tab that displays knowledge articles that the admin has attached to the service used to create the case with. These are set knowledge articles defined by the admin specific to that type of service.

I believe the formatter that you are referring to is the Contextual Search Results. If you are looking to limit the results displayed, it's managed in the Contextual Search > Table Configuration menu. From there you will click the applicable table (HR Case or any of the extended COE tables). The configuration page for that table will have a Limit field that allows you to set the return limit for that specific table. If you want this on all of your tables, you'll have to update the value on each COE table as well.

In addition, you can navigate to Contextual Search > Properties to set the "Collapse the search results widget when opening an existing record on a form" setting if you want this section closed by default.

Kiel

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LaurentChicoine · ‎06-28-2017

Hi Liz,

If you are using the OOTB contextual search, you can control the default number of articles per page and the maximum number that can appear when clicking on "Load More". This is configured in the Table Configuration (inside the contextual search menu).

Ivano B · ‎06-28-2017

Hi Liz

Probably i'm wrong but it sounds like a custom element.

if this one is a formatter you can find the source navigating to System UI > Formatters

Check for the one named 'Display Knowledge Articles' and click the UI Action 'View UI Macro' similar to the one shown in the next image.

The system will redirect to the UI macro responsible to render the section.

In some cases you will notice that the system won't show any link.

This is because some of the macros are not available directly on instance.

If your macro is available than i think you can change the Jelly code to obtain the requirement you mentioned.

I hope this will help/answer your question and if it does please mark it

Cheers

R0b0

Shiva Thomas · ‎06-28-2017

Hi Liz,

Out of the box, the Service Portal can display a widget like this... (I use the base Service Portal as an example... I don't have the HR plugin activated.)

Max 10 entries are displayed by default.

The widget responsible is "Contextual Search - Inline Results". I found a "cxs.config.limit.value" in the code, to limit the number of search entries, but I don't know where it's set.

And on the Platform, the forms can contain something similar...

Max 5 entries are displayed by default.

Are you referring to one of those options?

Shiva Thomas · ‎06-28-2017

Dear Liz,

I think I found it, if you're using the Service Portal.

The contextual searches are set from the "Record Producer Configuration" table...

Inside you have the possibility to configure the search result limits.

There should be one for the HR Record Producers.

You should experiment with the "Limit" and "Result per page" values.